Notice ID: 36C25624Q0036
Description
CONTRACTING TASKS AND REQUIREMENTS
The contractor is responsible for providing the following services to the VA for the software as follows:
Preventive Maintenance (PM) Services: Perform PM Services to the level required in the Purpose above, and in compliance with this SOW and the Conformance Standards, inclusive of labor. Services include the following:
- For emergencies, customer access to toll-free phone support 24 hours per day, 7 days per week, year round
- For non-emergencies, customer access to toll-free phone support between 7:30 AM and 6:00 PM (EST)
- Alternate customer support via email and customer web portals
- Opportunities for users to maintain currency via contractor web-based knowledge platforms or portals as well as contractor provided email notifications.
- Availability of patches, updates, enhancements, and new versions of the software covered under a Software Version Protection (SVP) product.
- Access to the driver download web page for updated and new drivers, individual username and password access to customer web porter, allow creation and tracking of support requests,
- Access to web based knowledge base, opportunity to join any of the email notification services.
- Provide Software Version Protection (SVP) product…
